Pearson Director of Unified Communications & Collaboration in Hoboken, New Jersey
Director of Unified Communications & Collaboration
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
Learner at the heart
Pearson is a global education company that helps people around the world to make progress in their lives through learning. With a rich heritage that combines 150 years of experience in publishing with the latest learning technology and digital services, we help people to learn whatever, wherever and however they choose.
We are now transforming Pearson to accelerate our activity in digital learning, education services and emerging markets. This will enable us to make a lasting impact in helping to solve some of the most important challenges in global education.
Why we need you
We believe education is a vital force that can empower people, help them to reach their potential and contribute to more connected communities, all around the world.
Our strength comes from our outstanding people; our strong relationships in the education world; our expertise in using technology to help people learn; our global footprint and local reach; and our position as a profitable, global company with a unifying sense of purpose.
We're investing in our technology and infrastructure. By working at Pearson, you have a unique chance to make a real difference to the lives of people all over the world.
Across the world we believe strength and success comes from diversity in our people - all qualified applicants are encouraged to apply. In the US, Pearson is an Equal Opportunity Employer M/F/V/D, and a member of E-Verify.
Our Technology team provides the essential digital infrastructure that underpins Pearson’s global portfolio of products and platforms. We have open and collaborative teams in place working to build efficient global platforms and scaling digital products to reach hundreds of millions of learners around the world, while delivering elastic, secure, data-driven services.
The Technology team also drives and coordinates how we work with technology partners to establish Pearson as a destination for innovation in education. Our aim is to ensure that our customers have access to more products and learning solutions in more regions while continually offering a high-quality user experience.
About Technology Operations
Technology Operations oversees the design, build and operation of the infrastructure that underpins and runs all technology within Pearson. The team also ensures Pearson’s core services perform at a world-class level for both customers and the business, and that our employees have access to the technology support services they need to carry out their work every day.
The team covers: Service Operations | Continuous Improvement | Cloud Infrastructure | Communications Technology | End User Services | Application Management Services
About the job
The Director of Unified Communications and Collaboration (UCC) manages a highly specialized team responsible for a suite of Unified Communications solutions and Contact Center solutions to support Pearson’s Global businesses. This role is responsible for Pearson’s global voice network, video conferencing, email messaging & Active Directory life-cycle activities and communications technologies. In this role you will be responsible for the leadership, architecture, design, project management, and deployment of Pearson’s Unified Communications, messaging, AD and Contact Center solutions. To realize these goals and objectives the position must balance strong financial and technical results with a strong team and customer focus
As a direct report to the Vice President of Global Network Services within Technology Operations, the candidate will be responsible for:
●Working with Vice President of GNS to develop short- and long-term strategic departmental plans that support overall corporate roadmap
●Manage a staff of global employees and serve as the team liaison for the hiring process, work allocation, scheduling, training, professional development and performance evaluation
●Leadership for establishing current and long range objectives, plans and policies for Pearson’s global Unified Communications, messaging & Directory Services strategy and technologies.
●Leadership for establishing a consistent and progressive strategy and architecture for Unified Communications and Contact Center to permit timely exploitation of new developments in telecommunications.
●Leadership for technology strategic planning and the development and implementation of new communications technology initiatives to enhance the global business. Work with VP of GNS on priority setting and solutions for long term problems
●Coordinate efforts with the operations team to ensure that the metrics required to ensure the platform remains operational, optimized and available to end business users are understood and available.
●Ensure that end of sale and end of support dates for all key platforms are known and tracked.
●Coordinate design team support for future M&A activity, in terms of support for initial impact assessment and planning through to design and implementation support of the technical integration aspects of the merger as they relate to UCC in Global Network Services technology.
●Co-ordinate and support the VP Global Network Services in maintaining effective relationships with key business owners to ensure the department understand business requirements and future demand with respect to its impact on platform design and operations.
●Ensure the design team provides procurement and the VP Global Network Services with the design and commercial impact of Vendor pricing to enable Pearson to negotiate the most cost effective agreements possible.
●Undertake day to day resource management and projection management against known business load providing the VP Global Network Services with the information necessary to effectively manage expectation and ensure commitments to other departments can be met.
●High Uptime and Availability for the Services measured as 99.99% – 99.999% uptime; typically achieved through designs supporting high degrees of redundancy and failover capabilities.
●Reduced Unit Costs through cost effective design proposals and effective ongoing Vendor management, including the understanding and presentation of alternative technology/vendor options.
●Capacity and Performance Management structures will be in place to achieve optimal cost/performance relationships for all extensions to the platform.
●Customer Service will be a priority with constant focus and awareness of business requirements. The incumbent will develop meaningful relationships with key business stakeholders and leverage his/her knowledge of the business to help and advise customers in the business on how to best prioritize their demand and re-configure their portfolios of technology to best meet their demands. Metrics of customer satisfaction will provide meaningful guideposts in measuring overall unit success.
1. Essential skills, qualifications and experience:
●Director level experience in a UCC or Voice related position
●Experienced leading large geographically dispersed teams
●Voice Technology Experience (TDM and IPT)
●Call Center Technology
●International Voice strategy deployment
●Strong Management skills
●Excellent written and verbal communication
●Strong Unified Communications experience
●Strong Contact Center experience
●Strong Directory Services (AD) design and operational experience
●Working knowledge of Google, Office-365 and Microsoft Collaboration suites
●Strong experience in managing Video Conferencing and Collaboration Technologies
●Demonstrated experience working well under pressure while delivering quality results.
●Establish and cultivate solid working relationship with all internal customers – Finance, CISO, Operations, Build, Strategy and Senior Leadership Team
●Experience of leading technical input to significant ($10M) technology procurements.
●Demonstrable experience of driving unit cost reduction whilst maintain platform performance and availability.
●Clear thinker with proven ability to work with complexity and ambiguity
●Strong leadership skills with the ability to use and schedule resources effectively to eliminate waste of time and money.
●Proven negotiation skills – engagement and effective utilization of external suppliers
●Leads by example and encourages the team to maintain excellent visibility of industry wide trends and emerging technologies/vendors, and ensures that the team understand and utilize developments to the benefit of Pearson.
●The resilience and stamina to sustain high performance standards under pressure.
●Strong communication and influencing skills.
●Sound analytical and problem solving skills
2. Desirable skills, qualifications and experience:
●ITIL and PRINCE2 certifications.
●Relevant technical certifications.
●Product management qualifications.
●Science or engineering degree.
3. Key Pearson Attributes
●Strategic and Visionary
●Makes it Happen
Primary Location: US-NJ-Hoboken
Work Locations: US-NJ-Hoboken-221 River 221 River Street Hoboken 07030
Organization: Technology & Operations
Employee Status: Regular Employee
Job Type: Standard
Shift: Day Job
Job Posting: Jul 26, 2018
Job Unposting: Ongoing
Schedule: Full-time Regular
Req ID: 1808374
Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.